Head of Customer Success - Remote, United States - Polycam

Description

Why join Polycam?

Polycam is the leading 3D scanning app for iPhone and Android, with great traction in terms of both revenue and userbase. Our core 3D capture technology is used by 3D creators, architects, and enthusiasts alike. Polycam is backed by outstanding investors including Left Lane, Adjacent, Sequoia Capital, Chad Hurley (Co-Founder of YouTube), and Adobe.

Role Overview

Polycam is hiring a Head of Customer Success to lead our support and customer education efforts. Our customer success team manages all inbound support inquiries across a number of channels, including email, user feedback forms, and public communities such as Discord and Reddit. We are looking for a manager with experience building and scaling a team to turn our customer success efforts into a gold-standard for the industry. You would start by spending a portion of your time interacting with Polycam customers to learn more about the product and how folks use it. As the first leader of our customer success efforts, you would have wide latitude to assemble a team, and a huge opportunity to shape how Polycam interacts with our customers.

We are looking for someone who is:

• A responsibility sponge with a great attitude who's comfortable flexing and bending as the role & demands change.
• An independent, motivating leader looking for an opportunity to grow within an exciting startup environment.
• Exceptional verbal and written communication skills.
• An optimistic, organized planner who can design systems and processes which provide tremendous help for our customers.
• Someone who's excited about 3D capture and has a passion for working at the cutting edge or new technologies.

Salary Range

The salary range for this position is $120,000 – $180,000. We take into consideration an individual's background and experience in determining final salary- therefore, base pay offered may vary considerably depending on job-related knowledge, skills, and experience. The compensation package includes medical, dental, vision, financial, and other benefits and equity.

Responsibilities

• Building and managing a team of customer support agents to help Polycam's users find answers to questions, solve technical issues, and establish a continuing love for the product.
• Streamline and facilitate multiple customer support channels, including a dedicated channel for enterprise customers.
• Generate consistent reports on the most critical issues facing customers, and collaborate directly with the product team to remedy these issues over time.
• Build out and maintain a user-facing knowledge base that's integrated directly into the Polycam product.

Qualifications

• 2+ years leading a customer support team at a product-driven technology company.
• Track record of operational improvements, designing processes, establishing metrics, and managing the operations of a team of agents.
• Mastery of a customer support software such as Zendesk or Kustomer.
• Creation and maintenance of a user-facing knowledge base.

Bonus Qualifications

• Building and scaling a customer support organization within an early-stage startup.
• Experience or familiarity with 3D software.
• Experience supporting a product with a subscription-based revenue model.
• Experience with managing support for enterprise customers, where expectations and rapid response times were a priority.

Benefits: Polycam offers employees medical, dental, vision, and life insurance. Additional tax advantage offerings include Dependent Care FSA and Health Savings Account. Polycam provides employees with access to a 401(k) plan. Polycam also offers professional development coaching services through Blossom.

Disclaimer: The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change or new ones may be assigned at any time with or without notice.

Physical Requirements: Prolonged periods of sitting at a desk and working on a computer.